Assistant Application Support Manager

Top 3 reasons to join us

• A professional, international working environment
• Attractive + KPIs bonus
• Opportunities for career development

Job description

JOB SUMMARY
In this role, you will play a crucial part in oversee and manage the application support team and ensure the smooth operation of critical business applications.

JOB DUTIES 

Team Leadership and Management 

• Lead, mentor, and motivate a team of application support analysts, providing guidance, performance feedback, and professional development opportunities.
• Define and allocate team resources effectively to achieve departmental goals and service level agreements (SLAs).
• Conduct regular team meetings, and one-on-one coaching sessions.
• Foster a collaborative and positive team environment conducive to high performance.

Operational Support

• Ensure timely and effective resolution of application incidents, service requests, and problems.
• Manage the incident, problem, and change management processes related to applications.
• Monitor application performance and availability, proactively identifying and resolving potential issues.
• Develop and maintain comprehensive application documentation, knowledge base articles, and troubleshooting guides.
• Implement and enforce standard operating procedures (SOPs) for application support.
• Monitor and evaluate testing quality to ensure delivery quality
• Ensure adherence to ITIL best practices and relevant industry standards.

Quality Assurance and Testing

• Work with developers to ensure their solution design can satisfy user stories and acceptance criteria
• Ensure acceptance criteria and any other test conditions are met before concluding a story is complete
• Ensure that clear testing plans have been documented and executed before releasing software
• Work with the development team to ensure automated testing is baked into the solution
• Identify and document system deficiencies and recommended solutions

Stakeholder Engagement

• Collaborate with other IT teams (e.g., development, infrastructure, security) to ensure seamless integration and support of applications.
• Communicate effectively with business stakeholders about application status, incidents, and planned maintenance.
• Manage escalation paths and ensure timely communication of critical issues to relevant stakeholders.

Disaster Recovery & Business Continuity and Documentation

• Participate in the development and maintenance of disaster recovery and business continuity plans for critical applications.
• Assist with testing and validation of recovery procedures.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Maintain comprehensive documentation, including application configurations, incident logs, and support procedures.

Your skills and experience

• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or related fields
• 3+ years of experience in IT application support, with at least 1 years in a managerial role
• Proficient in IT service management tools and frameworks, such as ITIL.
• Strong understanding of enterprise applications, databases, and integration.
• Experience with cloud platforms like AWS.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong leadership and interpersonal communication skills.
• Strong verbal and written (Vietnamese and English) communication skills
• General insurance industry background and knowledge is preferable but not required

Why you'll love working here

You will love working at Liberty Vietnam:

• A professional, dynamic and international working environment
• Advanced Technology Approach
• Opportunities for career development
• Attractive benefits

Company's Benefits
Financial support

• Probation with full salary
• Lunch allowance
• Transport allowance
• Telephone allowance
• KPIs bonus
• Performance rewards and awards

Insurance

• Accident insurance
• Health insurance

Events and activities

• Year End party
• Team Building